Meeting the expectations of today’s consumers requires traditionally siloed departments, such as sales, marketing, and the contact center, to work together more effectively. To support this business objective, an increasing number of companies are implementing procedures to break down these silos and ensure that the consumer is a top priority for the entire company.
In fact, various departments within a company can benefit from an automated call quality monitoring solution to monitor customer conversations. After all, each department is an integral part of building and maintaining customer relationships.
Here are a few examples of departments that can benefit from monitoring calls and gaining insights into the customer experiences:
- Customer Service
- Human Resources
- Call Center Operations
Gaining a Wealth of CX Insights
The CX insights you get from speech analytics solutions can be used to make improvements in all areas of a company. With CallFinder’s solution, the user can create specific searches, focusing on specific keywords and phrases that are relevant to that department, and start to segment and categorize calls according to the needs of each department.
For example, the compliance department at a healthcare company will most likely want to monitor which agents are adhering to a company-mandated script to ensure they are delivering the appropriate information to their customers. The marketing department on the other hand may want to monitor calls for mentions of a specific promotion or competitor. And, the customer service department may want to track calls that specifically reference payment and billing issues versus the calls from customers who may just be looking for a provider in their area.
A speech analytics solution has a wide range of benefits to each department in companies and organizations of all sizes. It’s also ideal for managers in BPO’s and contact centers. See for yourself in a free demo!